Professional Services

Heartland (Heartland Customer Solutions, LLC) provides logical solutions to an
ever-changing marketplace based upon each individual client's needs. The numerous
service options available can be tailored to meet to our client's requirements and
specifications. With comprehensive service and support options, our goal is keeping
your workforce well-equipped, productive, and connected.

Implementation

Heartland is able to provide services in preparation for seamless delivery to your end users.
From management of your Gold Images to accessory integration, we are able to configure and customize
our service offering to your exact specifications.

Disk Image Management

The Disk Image Management service offering provides your company with an easy way to centralize image
management by maintaining your company's Gold Disk image at our facility. This service offering allows
for all repairs that require a hard drive to be reimaged to be managed during our standard repair process.
Additionally, Disk Image Management simplifies the process for your internal IT department and minimizes
the resources needed when hard drive replacements are required.

Image Maintenance
As new applications become available, your company will want to update your company's Gold Master image.
We will receive your updated image, complete a secure confirmation process, upload the approved Gold Image
to our secure servers, and reimage as necessary on future repairs. Our Disk Image Management offering
allows for your company to update your Gold Image quarterly or as may be required by your company.

Multiple Images
We will maintain multiple images for your company based on the needs of your workforce. This means that
your users hard drive images can be specific to job duties, hardware or locations. Heartland is capable
of supporting multiple Gold Images to ensure that this offering can be customized to your company’s specific needs.

Deployment Report
The deployment report will be sent to pre-determined contacts as per the client preferences the next business
morning after the unit’s ship. Warranty start dates will be revised based on the actual deployment shipping date.
This report will be in an easy to use Excel format and captures at least the following information:

Quantity

Ship to Location

City, State, ZIP

Attention (contact)

Phone Number

Model Number

Serial Number

Asset Number (NSC Label, Client Label or nothing) – on request

IMEI

MEID

SIM

Deployment Date

Tracking

Carrier

Configuration

When outfitting your workforce, Heartland is quickly able to modify the "out of the box" configuration
of your business mobile devices prior to deployment to your end users. Configuration typically involve
integrating new hardware or customizing the software required for your business needs, but can also include
more personalized services such as application of brand badges and asset tags or custom kitting of all
accessories prior to delivery final delivery to your end users.

Hardware Integration
As part of configuration services, Heartland also offers hardware integration for laptops and other types
of hardware. Integration is essentially the act of "making your accessories talk to your hardware." Whether
your company needs five or five hundred units configured, Heartland will install all the accessory options
that you have selected and then deploy the equipment, fully loaded with the preinstalled options, delivered
based on your project timeline. Commonly integrated items include: wireless modems, GPS modules, LAN cards,
upgraded hard drives, back-lit keyboards, and additional memory. Conversely, Heartland can also remove
un-needed hardware (such as the wireless LAN) from your units before deployment to ensure that the final
hardware deployed to your end users meets your exact specifications.

Software Customization
In addition to hardware integration, Heartland can manage the customization of your software components prior
to deployment. In addition to firmware, updates and patches provided by system or accessory manufacturers, we
routinely update the system configuration files, domain settings and BIOS to match the hardware's new configuration
and your network's topology. Modification of the software can also include configuration at the individual user
level. In these common scenarios, we've customized the computer name, configured Microsoft Exchange accounts,
joined domains, and setup any per-user authentication that is required.

Logo Badging
During the configuration process, Heartland can apply a custom, branded badge to your hardware. Logo Badging
your hardware provides company recognition and advertising while, at the same time, providing increased security
as a theft deterrent.

Custom Kitting
If multiple accessories are to be included with your units, Heartland can create custom kits in oversized boxes
that are delivered to your end users. As an example, kitting usually includes such content as a laptop, laptop bag,
portable printer, custom documentation, a digital camera and all required cables. Kitted deployments increase efficiency
and minimize downtime because the system is ready to go, right out of the box.

Deployment Management

Prior to deploying your company's units, Heartland will apply asset tags, provide a
report detailing the assets, and enter all the information into our
Heartland Customer Portal asset management system.
Once the configuration and integration process is complete, we will manage the delivery of units to your users by
shipping to the location(s) you have specified in the project plan. This service provides shipping from our facility
in Leawood, KS to your users within the United States at no additional cost.

Program Benefits:

Single Point Accountability

Consistency in Unit Configuration

Client Image Retention

100% On-Time Deployment (Zero D.O.A. units)

48 hour Burn-in and Engineering Updates Result in Little to No DOAs

Complete Asset Information in a Single Comprehensive Report

Support and Management

Post-delivery Services are also a major part of what we do here at Heartland,
from the use of the provisioning of a loaner mobile device while yours is being
repaired to assisting in managing your deployed assets. Heartland Customer Solutions
has had the resources your company needs with over 32 years of experience.

Hot Spare Program

Heartland ships client owned loaner units configured with your company's image directly to your users via
next day air delivery. Once your user receive the loaner unit from Heartland, your user will ship the
problematic unit to our center for repair using a convenient shipping label provided. Once the problematic
unit is repaired, it will be returned to the end user with the shipping label provided so that your loaner
unit can be returned to our facility, reimaged, and placed back into the your company’s loaner pool for
future use. Our Loaner service offering assists the end user with maintaining accurate accounting on the
location and users of corporate asset, minimizing the need for costly and time intensive field audits.
Included in our Loaner program is a license for our Customer Portal allowing your team to access, receive
and manage your loaner pool and service data based on your preferences.

Business Challenges & Issues our Hot Spare Program Addresses:

Waiting on damaged mobility devices to be repaired and returned to your users under the best conditions can make them unproductive for multiple days.

Minimizing user downtime and the impact it has on your clients and their satisfaction levels.

Full visibility of your loaner pool and service data via the latest version of our Customer Portal.

All your users have to do when they have a device is to send the unit into our facility for service. Their device will be
serviced and promptly returned to your inventory at our service center or to a location that you have specified. With this service,
regardless of where your inventory is stored, Heartland will provide your company's users with the customized service and support
they need to stay productive.

Our system will request the necessary information to coordinate the shipment of the replacement unit and return of the problematic unit in need of service.

All loaner requests received by 2:00 PM CST will have a loaner device sent out via next day air service.

Upon receipt of the replacement unit, your end user will be provided a convenient shipping label to return the problematic unit back to our facility, preferably within 2 business days.

Once Heartland receives the unit we will service the problematic unit, reimage the hard drive if needed, and promptly place the unit back into your company's loaner inventory pool or ship it to a location designated by your company.

Hot Swap Program

Heartland Hot Swap program ships client-owned hardware configured with your company's image directly to your
users via next day air service. Once your user receives the Hot Swap unit from Heartland, your end user will
ship the problematic unit back to us using the return shipping label provided. Once the problematic unit is
repaired, it will be reimaged as needed and placed into the client consigned Hot Swap pool for future use by
your company. The end user keeps the Hot Swap unit which was originally sent to them, reducing the need for the
end user to manage multiple shipping and receiving activities.

Business Challenges and Issues That Hot Swap Addresses:

Waiting on damaged mobility devices to be repaired and returned to your users under the best conditions can make them unproductive for multiple days.

Minimizing user downtime and the associated impact it has on your clients and their level of satisfaction.

Image Maintenance
All hardware stored at our center will be configured to your company's requirements.
To ensure your company's loaner units are maintained with your company's current
Gold Disk Image, we will also retain your company's image on our secure Image Server (see Disk Image Management section for more details).

All your users have to do when they have a device is to send the unit
into our facility for service. Their device will be serviced and promptly returned
to your Hot Spare inventory at our service center. With this service, Heartland will
provide your company's users with the customized service and support they need to stay productive.

Our system will request the necessary information to coordinate the shipment of the Hot Swap unit.

All Hot Swap requests received by 2:00 PM CST will have a replacement sent out for next business day arrival within the United States.

Upon receipt of the replacement unit, your end user will be provided a shipping label to return the problematic unit back to our facility, preferably within 2 business days.

After we receive the problematic unit, our service center will repair the unit, reimage the hard drive as needed, and promptly place the unit back into your company's Hot Swap inventory at our service center.

Extended Warranty

Most Panasonic mobility hardware comes with a 3 year standard warranty. With our Extended
Warranty, Heartland offers warranty coverage extensions for hardware and devices that will
be in use beyond the original standard warranty period. Extended Warranty makes it easy for
your company to keep assets in the field for the period of time that meets your company’s
needs. Our program covers many of the repair issues in the exact same manner as the standard warranty.

Service Description
All system components are covered under the Extended Warranty, except consumable
items such as accessories, batteries, screen protectors, etc. This warranty requires
a complete list of model numbers and serial numbers be submitted to Heartland at the time
of purchase of the extended warranty coverage.

The extended warranty only covers failures due to defects in materials or workmanship that occur
during normal use. Extended warranty does not cover damage which occurs in
shipment; failures which are caused by software, malware, phishing, virus issues or
other types of related attacks; operational systems or application corruptions; products
not supplied by the original manufacturer, or failures which result from installation,
alteration, accident, misuse, introduction of liquid or other foreign matter into the unit;
damage that is attributable to acts of God, abuse and neglect. Additionally, improper
maintenance, modification, or service by any party other than Heartland or an
authorized Service Provider will result in out-of-warranty status.

Protection Plus

Protection Plus provides additional coverage against physical damage (i.e. breakage,
liquid intrusion, etc...) that is excluded under the original warranty. The maximum benefit
under this program is one major component repair per unit, per anniversary year (LCD,
motherboard, keyboard, HDD). Protection Plus also has you covered in the event of a
total loss once over the course of the coverage period per asset. In the event of a total
loss situation, your company will typically receive the exact same model serial back in
like new condition within 10 business days or less.

Program Benefits:

Reducing the constraints on your internal IT resources.

Keeping your workforce productive by streamlining the repair process even in the event of accidental damage or total loss.

Maintaining your original asset list, down to the model and serial level.

Service Description
All system components are covered under the Protection Plus against accidental damage, except consumable
items such as accessories, batteries, screen protectors, etc. This warranty requires that a complete list
of model numbers and serial numbers be submitted to Heartland at the time of purchase of the Protection Plus coverage.

The Protection Plus warranty covers not only failures due to defects in materials or workmanship that occur
during normal use but also accidental damage up to and including total loss. Protection Plus does not cover failures
which are caused by software or virus issues; operational systems or application corruptions; products not supplied
by the original manufacturer, or failures which result from installation, alteration, misuse,
damage that is attributable to acts of God, abuse, and neglect. Additionally, improper maintenance, modification, or
service by any party other than Heartland or an authorized Service Provider will result in out-of-warranty status.

Customer Portal

Heartland's Customer Portal allows your company to improve the uptime of your mobile
workforce with the ability to quickly set up RMAs for problematic units and proactively
monitor your company's hardware service data. Our Customer Portal provides your
company's administrators with direct access to maintenance and repair records via a
password-protected site. And for added flexibility, your administrators are able to sort
and see entitlements, warranty beginning and end dates with access to service reports by model, date, and failure type allowing your company
to perform trend analysis in a timely and accurate manner. Heartland's Service Portal
also eliminates the need for your company to invest time and money setting up an internal asset
management system. Our site is designed so that your company's administrators can track and report on
all of your company's hardware assets as well as any other assets your company administrators choose
to enter into it. As a result, it provides your administrators with a tool that makes it easy for
them to implement an upgrade or identify specific units that are out-of-warranty or outdated.

Business Challenges and Issues Customer Portal Addresses:

Tracking service data internally can be costly and often results in a lag between the time the issue occurs and is identified.

Service Description
Customer Portal provides your administrators with the ability to log on to a password-protected intranet
to view your company's hardware service data. The data your administrators will be able to view is entered
every time your company's users required a replacement part, Loaner, Hot Swap or send a unit sent in to
our facility for service. The data in the system includes dates, contact names, model and serial numbers, the
description of the nature of the problem, and the steps taken to correct it. Your administrators will
be able to generate customized charts and graphs to report on the data. This program also
provides your users with an easy way to identify issues that could compromise your company's productivity.
Additionally, predefined exception reporting and notifications are also available with this service.
The Asset Management module of our Customer Portal begins when your hardware
assets are entered into the system when we manage your deployment. Optionally, your
company is able to enter your hardware assets into our module if your deployment is
managed internally. The data entered into the system is grouped by user name, asset
number, model number, serial number, warranty date, and configuration. Once the data
has been entered into the system, your company's administrators can generate reports
and sort them by unit type, unit class, department, cost center, asset number, etc. This
provides your administrators with a flexible way to view all your company's asset data

Reports
The Customer Portal provides on-demand reports on all hardware serviced at our facility. Reports can
be summarized and customized based on your company's requirements. All reports can be sorted by
model, serial, date, transaction type and problem description and other options.
All asset reports are flexible and can be sorted by unit type, unit class, company,
department, cost center, or asset number.
The most commonly used reports are:

Service Detail

RMA's Not Received

Priority Exchange Detail

Entitlement Detail

Client Inventory

Asset Summary

Asset Detail

Additional reports can be summarized and customized based on your company's requirements.

Privacy Policy

Heartland Customer Solutions has created this online privacy statement in order
to disclose our information gathering and dissemination practices for this site,
www.heartlandsi.com.

We use your IP address to help diagnose problems with our server, and to administer
our website. Your IP address identifies you and allows us to gather broad demographic
information on site visitors.

Parts of our site use a browser feature called "cookies". A cookie is a small data
file that certain Web sites write to your hard drive when you visit them. A cookie
file can contain information such as a user ID that the site uses to track the pages
you've visited or keep track of what you've put in a shopping basket. The only personal
information a cookie can contain is information you supply yourself. A cookie can't
read data off your hard disk or read cookie files created by other sites. A cookie
will not corrupt your hard drive or transmit viruses to your computer.

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Terms of Service

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